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Workforce Planning Analyst

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Responsibilities

  • Monitor operations and performance, providing recommendations to enhance scheduling for optimal coverage, service level, and abandon rate targets
  • Analyze data to identify gaps and opportunities within the organization, providing guidance on headcount requirements to achieve service levels targets
  • Ensure business units are appropriately staffed according to forecasts, identifying opportunities for increased efficiencies whilst minimizing SLA risks
  • Plan and schedule in shrinkage and non-productive activities to minimize impacts to Service Levels
  • Attend and participate in weekly WFM meetings with department leadership to understand call forecast and scheduling plans, identify risks, and recommend scheduling improvements
  • Analyze and report on historical data and trends, identifying opportunities to achieve KPI metrics
  • Manage and oversee the WFM software
  • Recommend and develop process improvements to enhance workforce management and center-wide performance
  • Building out new reporting opportunities whilst enhancing on current reporting through automation
  • Deliver Ad-Hoc reporting to upper management timely and accurately to help drive the overall performance
  •  

Minimum Qualifications

  • 4+ years of Workforce Management experience with a strong understanding of the scheduling function
  • 2+ years of experience in a contact center environment
  • Proficiency with Calabrio or other WFM platforms (IEX, Verint, Aspect)
  • Strong interpersonal and communication skills, with the ability to effectively communicate in diverse environments
  • Intermediate or higher proficiency in Excel and/or Powerbi Skills (e.g. vlookups, pivot tables, sumproduct/sumifs functions, etc.)
  • Ability to compile, analyze, and summarize large amounts of data using Excel or Powerbi
  • Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions
  • Proficient in strategic planning, problem solving, analytical skills
  • Ability to manage multiple projects simultaneously within established time constraints



 

Set alert for similar jobsWorkforce Planning Analyst role in Bengaluru, India
Autodesk Logo

Company

Autodesk

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 Years

Category

Data & Analytics

Locations

Bengaluru, Karnataka, India

Qualification

Bachelor

Applicants

Be an early applicant

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